Ryan Doyle Email & Phone Number

Belleville, Il, Us

• Oversaw capacity planning for multiple lines of business (LOBs) within the provider space.• Maintained multiple vendor relationships and coordinated training/staffing plans.• Responsible for five internal staffing locations and four vendor locations spanning India and the Philippines. For a total of approximately 2,000 employees.• Networked closely with finance teams to communicate goals and secure funding.

• Created and oversaw capacity and burndown model for Medicare claims rework, refund and recover, and appeals teams.• Built, maintained, and managed back-office capacity plans for operational teams across Government Business Segment.• Integrated financial planning into existing capacity plans.• Developed hiring plans.• Facilitated monthly demand reviews – communicated results, reviewed variance, drivers, and impacts to future models.

• Craft short-range forecast for contact center groups with over 95% accuracy. Including weekly and monthly AHT, call volume, and shrink by forecast group.• Create and distribute daily, weekly, and monthly schedules to operations and workforce management partners with over 98% efficiency.• Identify forecast requirement vs schedule variances and collaborate with the operations team to adjust schedules accordingly to insure cost and service level goal attainment.• Provide retrospective analysis of schedule performance and continuously improve the process. Present proposals to resolve any issues.• Collaborate with operations partners to schedule hours that accommodate the short-range resource plan and close any gaps using Overtime and Voluntary Time Off.

• Provide scheduling and real time support to Trend, MRT, Member Choice, and Patient Consult Departments• Determine proper staffing levels based on short range projections.• Partner with stakeholders across the company to craft new departments, establish new call transfer procedures, and program pilots. • Oversaw the creation of the Personal Enrollment Specialist (PES) department for Resource Planning.• Maintain headcount and agent profile data (skills, location, hire dates, etc.) in the Aspect eWFM scheduling software.• Monitor call volume demand in real time and flexes workforce accordingly. • Perform real-time analysis duties to ensure service levels and performance guarantees are met. • Determine how to best distribute staff to meet projected call volume.• Provides routine and ad hoc reporting such as call trends, productivity, quality, and service levels, as necessary.• Troubleshoot call center system, production systems, and phone problems.

• Address inbound calls and emails from employees, leaders and HR regarding policies, procedures, benefits, compensation, payroll, HRIT, and other general HR information.• Use technology to document issues and resolutions in customized database and report results to supervisor and or Tier II colleagues. Serve as HR systems subject matter expert for employee information.• Perform administrative tasks including HRIS transactions, file scanning, faxing, written correspondence, NEO coordination. Serve as a resource to both internal and external sources for information.• Work collaboratively with other HRSC peers, HRBPs. COEs and external vendors to ensure best practices are shared.• Identify and escalate trends to facilitate action to remedy the issue.

• Registered Pharmacy Technician/ HIPPA Trained• Handled incoming/outbound calls in a call center environment.• Educated Express Scripts members on their prescription plan design.• Trained in commercial, Medicare, and Department of Defense plan designs.• Facilitated transitions of requested medications to Home Delivery and Military Treatment Facilities.• Consistently exceeds monthly metrics, including quality and sales expectations.• Act as Subject Matter Expert by educating other call handling representatives on procedural questions, tech issues, and escalation calls.

Swansea, Illinois

• Owner of independent sales/marketing company• Managed vendor relations• Oversaw territory expansion.• Established and maintained an effective recruiting, interviewing, and hiring program.• Developed and conducted orientation and training programs.• Handled profit and loss statements.• Set up and maintained general control methods, records, and files as required.

Creve Coeur

• Developed and led a sales team.• Assisted with vendor relations.• Oversaw new customer acquisitions.• Responsible for training new employees and building relationships with new markets.• Coordinated road trips to assist struggling markets and maintain territories.• Responsible for driving sales resulting in an increase from 20-35 new customer acquisitions a week ($250k increase)

Shiloh, Il

• Developed vendor relations.• Oversaw hiring and training of new staff.• Managed product ordering and inventory loss• Handled opening and closing procedures including nightly deposits and transactions.• Responsible for driving bar sales resulting in an approximate $250k increase in bar revenue.

Master Of Business Administration - Mba, 3.97

Bachelor Of Arts - Ba, Psychology